Second Line CS Agent

Second Line Customer Service Agent

Location: The Hague + hybrid
Hours: 39,25 hours per week
Salary: €2.985,50 – €4,218,94 gross per month
Education: MBO/HBO (intermediate vocational / bachelor’s level)
Level: Medior

Help resolve international customer cases and collaborate with teams across Europe. Grow in a central role with impact and development opportunities.

As a Second Line CS Agent, you handle complex customer inquiries and support local teams across Europe. You work in a central role with international impact, collaboration, and opportunities for growth.

Why you’ll choose PostNL as a Second Line CS Agent

Visible impact: You ensure that international customer cases are resolved quickly and professionally, directly improving our service quality.
Challenge: You’ll work in a dynamic, international environment with complex customer issues and escalations.
Great team culture: You’ll join a team where sharing knowledge and helping each other are key.
Flexibility: Work hybrid—partly from home and partly at our modern office in the historic Stationspostgebouw in The Hague.
Responsibility: You’ll have the trust and freedom to handle customer cases independently.
Development: Gain international experience and develop your skills in customer processes and logistics.

Your role

As a Second Line CS Agent within the central N&O team of Spring Europe, you act as the link between local customer service teams, operational departments, and internal stakeholders.
You handle complex customer inquiries and escalations, investigate complaints, and ensure they are resolved within agreed timelines. You also monitor the service levels of our European logistics flows and actively contribute to process improvements.

You’ll collaborate closely with colleagues from various countries and departments. Thanks to your efforts, we continuously improve customer satisfaction and operational performance across Europe.

Your team

You’ll be part of the central N&O team of Spring Europe, an international team of customer service specialists, operations experts, and support staff. The team is close-knit, works hybrid, and focuses on collaboration and knowledge sharing. Together, you ensure smooth handling of customer cases and continuous improvement of our services.

What we offer

A role full of innovation and work you can literally see on every street in the Netherlands. At PostNL, we aim to become the e-commerce logistics platform of the future—delivering smarter, faster, and better. Your mindset and our ambition come together here.

You can expect an attractive package of employment benefits.

Top benefits of your role:

• Salary between €2.985,50 – €4,218,94 gross per month (based on 39,25 hours per week). 

• Flexibility to work hybrid and set your own schedule. Work two or more days per week from home? Then you’ll receive a €45 net monthly allowance.

• 8% holiday allowance and 25 vacation days for full-time work.

• Travel allowance for commuting (NS Business Card or mileage reimbursement).

• Excellent pension plan via the PostNL Pension Fund.

• Laptop (Mac or Windows) and smartphone.

• Training and development opportunities via the PostNL Academy.

• Discounts on holidays, events, and products.

What you bring

You are analytical, solution-oriented, and enjoy working in an international environment. You take initiative and know how to combine customer focus with a process-driven approach.

You also bring:

• MBO or HBO education level.

• Experience in customer contact and handling complex cases.

• Strong verbal and written English skills.

• Knowledge of logistics processes — or a willingness to learn.

A few final details…

During the recruitment process, we will conduct a background check. You’ll be asked to provide a Certificate of Good Conduct (VOG), and we’ll verify your references. A customized assessment may also be part of the process.

Because we believe in equal opportunities, all candidates complete an assessment designed to evaluate competencies and skills relevant to the position.

We are actively recruiting our own colleagues who want to help us build the PostNL of the future. Therefore, we do not accept agency solicitations.